Return & Refund Policy

Your Rights Under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

Nothing in this policy limits your rights under the Australian Consumer Law.

Change of Mind Returns

Due to the intimate nature of our products, we do not accept returns for change of mind purchases.

This is standard practice within the intimate care category and aligns with hygiene regulations applicable to personal care products.

Damaged or Faulty Items

Please inspect your order upon delivery and contact us within 7 days if:

• Your item is defective
• Your item is damaged
• You received the incorrect product

To assist us in resolving the issue quickly, please provide:

• Your order number
• A description of the issue
• Clear photos of the product and packaging where applicable

Where the fault is ours, we will cover all reasonable return shipping costs and provide your choice of:

• A replacement
• A refund
• Store credit

Skin Reactions

TH(O)RN formulates all products with sensitive skin in mind.

If you experience an adverse reaction, discontinue use immediately and contact us at concierge@thornbeauty.com.

We will work with you to find an appropriate resolution, which may include a replacement or refund where appropriate.

Sale Items & Gift Cards

Sale items and gift cards are not eligible for change of mind returns.

However, your rights under Australian Consumer Law continue to apply to faulty or defective products purchased on sale.

Refunds

Once we receive and inspect your return, we will notify you of the outcome.

If your refund is approved, it will be processed to your original payment method within 10 business days.

Please allow additional time for your financial institution to process the transaction.

If more than 15 business days have passed since your refund was approved, please contact us at concierge@thornbeauty.com.

European Union Orders

If your order is being shipped to the European Union, you may have the right to cancel or return your order within 14 days for any reason.

To be eligible:

• The item must be unopened and unused
• The item must be returned in its original packaging
• Proof of purchase must be provided

Your order confirmation email will be accepted as proof of purchase.

Return shipping costs for change of mind returns are the responsibility of the customer.

Where an item is faulty, damaged or not as described, we will cover reasonable return shipping costs.

Contact

For all return and refund enquiries, please contact:

concierge@thornbeauty.com

We aim to respond to all enquiries within 2 business days.